Subject line - spaces being removed

[jasonBTT]

We're having an issue where the blank spaces in long subject lines in our email notifications from RangerMSP are being removed randomly in threads with many replies. Is this a "feature" or a maybe we have misconfigured an email template?

screenshot: https://imgur.com/a/Mp668LE

[Support Team]

Re: Subject line - spaces being removed

Thank you for posting this.

We received a few similar reports in the past about where spaces were removed from, usually long, email subjects by the mail server - In such cases the mail servers were 365 ones.

We suspect that the email template that is used to reply on the Ticket might contain a Ticket description field or description first line - this might indeed cause the subject line to be very long, and then trigger this 365 behavior.

In case the subject line of the Email Template contains the full description field, then you can try to change it to include the description first line only (unlike the entire Ticket description), and that will hopefully avoid the problem in the future, at least in most cases.

Please give it a try and hopefully help and bypass that mail server behavior.

Thanks!

[jasonBTT]

Re: Subject line - spaces being removed

We are indeed using the first line field:

[TKT-<CMTLBLDATA_FLDTKTTICKETNO>] - [<CMTLBLDATA_FLDTKTCARDID_FLDCRDCOMPANY>] - <CMTLBLDATA_FLDTKTCLCPROBLEMFIRSTLINE>

But depending on the ticket submission and/or how RangerMSP determines the "first line", it is still apparently too long in some cases.

I found a few examples where the subject line is definitely not too long, but the spaces are still being removed, so I'm not convinced it's on M365 side (their limit is 255 characters for subject line).

Is there any other troubleshooting we can do?

[Support Team]

Re: Subject line - spaces being removed

Thank you for the additional input. We cannot really tell why spaces were removed there. We will try to investigate it further with 365 and see if there's any 365 settings that we found that can instruct it otherwise. We'll post back here with an should we find anything. Thanks!

[Support Team]

Re: Subject line - spaces being removed

Please find an update on this.

We have run tests with 365 as the mail server and it seems that this might indeed happen in some cases and, in our tests, only with somewhat longer subject lines only. We will try to see whether we'll be able to work around it somehow.

Thanks!